Job description

About Us Willow Bend Systems is a fast-growing Managed IT Services Provider headquartered in Dallas, Texas. For over a decade, we've partnered with clients to deliver reliable, secure, and innovative IT solutions, with a focus on cybersecurity, systems management, and proactive support. Our commitment to transparency, teamwork, and problem-solving has helped us become a trusted technology partner to businesses across various industries. We believe in investing in our people, celebrating wins and losses, and building a culture rooted in accountability, growth, and trust. If you're driven, technically skilled, and passionate about helping others, we welcome you to be part of a team that values both innovation and integrity. Job Summary We’re looking for a Level 2 Technician / Help Desk Technician / System Administrator to join our team in Dallas, TX. This is a full-time, on-site position for a proactive and detail-oriented professional who thrives in a fast-paced, service-driven environment. Though this role is highly technical, it is also customer-facing. You’ll spend your time both solving complex IT problems and communicating with users in a professional, friendly, and effective manner. You’ll be supporting a wide range of technologies, managing service tickets, and helping drive issue resolution from start to finish. This role offers a strong opportunity for growth in systems administration, networking, and security, while collaborating with a tight-knit, skilled team. Responsibilities • Provide Tier 1 and Tier 2 support to end users via phone, remote desktop, and on-site visits • Troubleshoot and resolve technical issues related to Citrix, VMware, Active Directory, Microsoft 365, and Azure • Configure and maintain SonicWall firewalls, switches, and Aruba wireless access points • Support network services including DNS, DHCP, VPNs, and SMTP • Diagnose and resolve issues with endpoints, remote access, printing, and third-party applications • Manage user accounts, groups, and permissions through Active Directory and Azure AD • Maintain thorough and accurate documentation within ConnectWise, including ticket notes, resolutions, and system changes • Leverage Datto for backup management, remote access, and proactive device monitoring • Use tools such as Huntress, Field Effect, and Blackpoint to respond to and document security alerts • Participate in IT infrastructure projects, upgrades, rollouts, and preventative maintenance • Collaborate with team members to resolve escalated tickets and provide mentorship to Level 1 technicians • Deliver exceptional customer service by clearly communicating solutions and setting proper expectations Qualifications & Technical Requirements • 2+ years of hands-on experience in IT support or help desk roles (MSP experience preferred) • Proficient with Microsoft 365, Azure, Active Directory, and remote desktop support • Strong understanding of core networking concepts: TCP/IP, DNS, DHCP, VPN, firewalls • Experience with Citrix, VMware, SonicWall configuration, and switch navigation • Familiarity with ConnectWise, Datto, and RMM platforms preferred • Comfortable using security tools like Huntress, Field Effect, or Blackpoint • Strong written and verbal communication skills; able to explain technical issues in a clear and patient manner • Organized, dependable, and capable of handling multiple tickets/tasks simultaneously • Industry certifications (CompTIA A+/Network+, Microsoft MCP, etc.) are a plus Why Join Us? • Competitive Pay: $48,000 – $60,000 annually based on experience • Health & Dental Insurance: Comprehensive coverage • Paid Time Off & Holidays: Generous PTO and paid holidays • Professional Development: Opportunities to learn, grow, and certify • Team Culture: We support each other, value feedback, and celebrate success • Job Stability: We’re an established company continuing to grow • Equal Opportunity Employer: We welcome diversity and are committed to inclusion Job Type: Full-time Schedule: • Monday to Friday • 8-hour shift • On-call rotation as needed Benefits: • Health insurance • Dental insurance • Paid time off • Paid holidays • Professional development assistance Job Type: Full-time Pay: $46,092.66 - $60,000.00 per year Benefits: • Dental insurance • Health insurance • Paid time off Application Question(s): • Have you previously worked for a Managed Service Provider (MSP), or are you currently working for one? Ability to Commute: • Dallas, TX 75287 (Required) Ability to Relocate: • Dallas, TX 75287: Relocate before starting work (Required) Work Location: In person

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